Senior Assoc/Asst Dir, Helpdesk Transformation

Accountant-General's Department; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Accountant-General's Department in Singapore seeks to join the Helpdesk Transformation Team to modernise our helpdesk system and leverage Gen AI to improve customer experience and service delivery to public sector agencies and the public.

You will support implementation, data analysis, and documentation of processes while exploring emerging tools and piloting new technologies to enhance operations. Fresh graduates are welcome and collaboration with multiple stakeholders is essential.

Qualifications

• Tertiary qualifications in Finance, Business, IT or Systems related field.
• Fresh graduates are welcome.
• Strong analytical and problem-solving abilities.

Responsibilities

• Support the implementation of a modernised helpdesk system with Gen AI functionalities.
• Leverage new technologies (LLM, Gen AI) to promote self-help for the helpdesk system.
• Assist with data analysis on past helpdesk queries and statistics to identify areas of improvement.
• Assist in documenting processes and creating knowledge base articles for efficiency.
• Evaluate and pilot emerging tools for deployment.
• Monitor the effectiveness of new technologies and tools.
• Assist on ad-hoc projects or tasks.

Skills

Critical thinking

Problem-solving

Analytical skills

Time management

Team player

Communication skills

Presentation skills

Fresh graduates welcome

Education

Tertiary qualifications in Finance, Business, IT or Systems related field

Tools

Gen AI

LLM

Data analysis tools

Job description

What the role is:

You will be joining the AGD Helpdesk Transformation Team to modernise our helpdesk system and leverage on new technologies in improving customer experience and service delivery to public sector agencies and members of the public.

What you will be working on:

Your responsibilities will include:

• Supporting the implementation of a modernised helpdesk system with Gen AI functionalities
• Leveraging on new technologies (e.g. LLM, Gen AI, etc.) to promote self-help for the helpdesk system
• Assisting with data analysis (using IT tools) on past helpdesk queries and statistics to gain insights into users’ behaviour and events and identify areas of improvement to operations
• Supporting the documentation of processes and creation of knowledge base articles to support financial processes and accounting-related service requests to improve efficiency
• Exploring and adopting of emerging tools, including pilot testing and deployment
• Monitoring and evaluating on the effectiveness of implementation of new technologies/tools
• Assisting on work on any other ad-hoc projects or tasks assigned

What we are looking for:

• Tertiary qualifications in Finance, Business, IT or Systems related field
• Keen interest in Ops-Tech
• Prior experience in machine learning and/or Gen AI is a plus
• Good understanding of Finance and Procurement processes as well as system implementation
• Good critical thinking, problem-solving and analytical skills
• Time management skills to multi-task and prioritize key deliverable
• Meticulous and a good team player who can work well independently and with various stakeholders
• Good communication and presentation skills
• Fresh Graduates are welcomed

About Accountant-General's Department

The Accountant-General’s Department (AGD) plays an important role in making Singapore a better place through Finance. At AGD, we aim to be a future-ready leader in transforming Public Sector finance by putting finance at the heart of our decision-making. We do this through building a strong foundation in providing robust financial systems and processes that serve key stakeholders including our pensioners, vendors and the public sector. Our team of accounting professionals work at AGD and are deployed to the public agencies to deliver a wide range of financial and accounting-related services to the Public Service. Together we play a critical role in helping the Government achieve its fiscal and economic objectives through sound stewardship and governance.